morgen in Toronto

I called on Dec 29 to have them look at our washer. They sent a wonderful technician the next day. He did a thorough diagnostic and said the main board was toast. They sent PDF receipt with the quote for the repair. 280 parts +220 labour - 80 initial visit credit. Total charge: 420 + tax We were so impressed with the speed and professionalism we agreed. We called back that day (Dec 30) and gave our credit card information and they said it'd be 1-2 weeks for the part to get in. Fine. On Jan 16, after not hearing a peep, I followed up with them and they had no idea what I was talking about. "Oh, would you like to go ahead with that sir?" No kidding. I was forwarded to an internal office person who commented the part was showing in stock in Calgary and they could have me up and running by Friday. Jan 19 I called as I hadn't heard anything about timing for the appointment and they seemed dumbfounded AGAIN!!! Not knowing where the part was and what was going on. ON that day they charged my CC $236 (total spent: $320 thus far to tell me something I already know). Jan 20, I had to call AGAIN several times to speak to them and they said the part was in the ON warehouse and would be rushed 3 day delivery. 3 Day in today's world? Did they give it to Joe to drive across the country? Jan 23, called again to ensure it shipped and the tracking number. We don't have a tracking number for it, the warehouse just said they shipped it. WTF? Don't worry sir, it'll be here soon. Jan 24, same story Jan 25 same story Jan 27, they gave me the number of the tech who would pick it up from the store. Talked to him directly and he was really good at understanding my frustration and telling me the truth and following up with me instead of me having to chase them down. Part finally shows up in Vancouver Feb 1 and the tech calls to say it is in. I say he can come by anytime today to install it. Sorry, today is his day off. WHAT?!?!? People deserve time off and it was good of him to call and say it was there, but when you commit to coming in by whenever the part is available.... Then he goes to charge me and I mentioned the head office gave a concession on the labour because of the terrible service and he had no idea. Sort of worked it out and paid the bill of $190. Total cost (320 + 190) $510! When to my math should only be 280 parts + 100 labour +80 init visit - 80 credit = 380 + tax. And the icing on the cake...on a 4 month warranty on parts + labour. The tech was super great, nice polite and customer focused. The back office is either incompetent or fraudulent. I can't confirm. Honestly folks, PICK ANY OTHER REPAIR SERVICE.